Product Manager - Health Plan Capabilities

Company : Highmark Health Job Description : Job Summary This job supports the product's fundamental value proposition, outlines vision and execution plan, gains alignment and support from key strategic partners and stakeholders, and oversees execution of that vision, including the overall financial viability of product offering. As a lead for our contact center ecosystem, you will be responsible for the end-to-end product management lifecycle, including the development of multi-year roadmaps and robust business cases. You will focus on proactively identifying and addressing customer friction points, ensuring that our capabilities u2014spanning across omnichannel contact center as a service (CCaaS), agent tools, and knowledge managementu2014is optimized for both self-service and assisted-service excellence. You will act as the bridge between business strategy and technical execution, ensuring all product features deliver measurable value to our operations and our customers. ESSENTIAL RESPONSIBILITIES + Understand the department's and the company's strategic roadmap and competitive position, and develops a holistic product vision and the corresponding product strategy to drive maximum value- clearly set and communicate roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels. + Actively anticipates future needs and utilizes metrics and qualitative input to identify asset improvement opportunities. + Represent the product through the creation of product guardrails and governance. + Clearly sets and communicates roadmaps, priorities, experiments, and decisions across audiences, from product team to executive levels. + Serve as accountable owner for the sets of products/tools within the designated portfolio. + Identify and drives both cross-product and cross-customer value and shared learnings. + Guides Agile developments in the role; own the product backlog and uses input from internal and partner teams to frequently refresh and re-prioritize the backlog; other duties as assigned. + Other duties as assigned or requested. EDUCATION Required + Bachelor's Degree in Business Administration or related field Substitutions + 6 years of related and progressive experience in lieu of Bachelor's degree Preferred + None EXPERIENCE Required + 5 years product experience + To Include: + 3 years with the Agile process + 1 year working with design thinking Preferred Experience + Contact Center Expertise: Familiarity with modern Contact Center as a Service (CCaaS) platforms, specifically Genesys. + Operational Background: Prior experience or exposure to contact center operations and Workforce Management (WFM). + AI & Innovation: Understanding of customer service AI capabilities and platforms, with an interest in how AI can be applied to solve real-world service challenges. + Customer Insight: Exposure to customer journey mapping to help identify and prioritize product improvements. + Technical Lifecycle: Knowledge of the Software Lifecycle (SDLC) and managing product evolution over time. + Advanced Domain: General knowledge of the customer service industry, including current trends in automated and assisted service. LICENSES or CERTIFICATIONS Preferred + Black Belt Six Sigma + SafeAgile Certification + Design Thinking Certification Key Competencies + Strategic Influence: Ability to gain alignment from senior stakeholders and drive a unified product vision. + Financial Oversight: Capability to manage the financial viability of a product through data-driven business cases. + Problem Solving: A focus on

Created: 2026-05-07